Technical Analyst

Newark, Nottinghamshire
  1. Full Time
  2. Other
Posting date:20 May, 2019
Technical Analyst – Converged Services

Based in Newark, Nottinghamshire
Monday-Friday 37.5hrs

We’re looking for the very best people to join us. People who share our passion, our pioneering spirit and hunger for innovation. If that sounds like you, this is your chance to take your career in telecommunications further. We are truly unique in our opportunity to change the market by bringing complete solutions together.

The Senior Technical Support Analyst role is an exciting opportunity to be part of a team that supports new products and services. You will be initially supporting Cloud based Services such as Office 365, Google Apps and exciting new innovative products.

Role Purpose:

Support Enterprise customers over a full range of converged products and a number of complex bespoke solutions providing in-depth diagnostics and fault resolution in line with Service Level Agreements.

Working as part of a team to provide 24x7 Technical Support, in order to resolve incidents by restoring service quickly, minimising hand offs to back office departments, assist in identifying the root cause and proactively preventing Service Credit liability.

Respond to real time events and day-to-day operational needs through the effective management of individual work pool and escalations to meet customer expectations and agreed service levels.

Working closely with the Customer, Vodafone Service Desks and Incident Management.

Understand and prioritise workload and pro-actively drive tasks through to completion.

Role Responsibilities:

• Provide 2nd Line diagnose & fix function for Converged Services and products too an advanced level Ability to translate technical information easily, at all levels. Opportunity to shape and develop the support models end to end
• Carry out accurate logging, tracking and escalation of faults where necessary
• Be the first technical contact for our customers ensuring you deliver class leading customer service creating great customer experience
• Identify opportunities to establish, or enhance, existing ways of working and processes
• Analyse fault patterns and traffic reports to identify faults in advance, and or make suggestions for improvement

About you:

The ability to analyse and interpret data and act accordingly
Microsoft Office 70-346 and 70-347 accreditation is an absolute must
IT experience as to give a great quality of support to our enterprise customers.

Experience in telecommunications, in a Customer Operations centre environment
Educated to a degree level – in technology or engineering
Previous experience within a Technical Customer Services role  

What’s in it for you? 

We will provide a great reward with a competitive basic and generous bonus scheme. We will also throw in 25 days’ holiday (plus public holidays!) alongside an array of benefits and a flexible work environment. You will get to work with a fun, diverse and driven team who love what they do and a leadership team who listen, support and inspire you to be your very best! 
Our Commitment

Vodafone is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognised, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people’s individual differences - we are not only multinational but multicultural too. 

Vodafone is committed to making reasonable adjustments for all candidates considered to have a disability during the recruitment assessment process. Should you meet the minimum criteria for the role you are applying to, we will contact you to discuss the reasonable adjustments that you may need?

If all of above sounds good to you- apply now! 

Life at Vodafone

Reviving Vodafone’s Retail

Out on the road with our Field Manager Louis

Just some of our recent awards